Fitbit Blaze step count inaccurate

[OmarLittle]

Hey there,

Today was my first full day rocking my Blaze. I went to an outdoor festival and had some solid step count, however, when I got home and checked my step count I noticed that the blaze tracked about 1/4 the steps I actually took. My iPhone health app logged about 10K and my Fitbit did about a 1/4 of that (2500). Also I noticed it did an auto workout and thought I had rode my bike. I think this is due to my sons stroller I was pushing. Any suggestions on how to calibrate? If I go for a run and use the GPS- will that help? Thanks!

[Rich_Laue]

@sagegoose I don't know why they can't step back to a previous version.. My tracker has never worked better so for me it would be an unwanted downgrade. 

I do know Fitbit doesn't want different versions in trackers. 

As for why the can't just put out an uodate, well they could release one, but wouldn't it be better to wait until the problem has been verified and a solution tested. 

Before you say anything about me being happy with my Blaze, I want to let you know I had one of the affected Surge units.. After an update the accuracy of 60%, I too had to wait it out. The next update however brought the accuracy to within 10 steps of every 1000 steps I take. This is an accuracy of 99%

[sagegoose]

That doesn't make any sense. Why would I want to wait any longer than what I already have? And if an update helped yours than don't you think that they should put out one to fix this issue? It shouldn't be that difficult.

[Rich_Laue]

Im not telling you that you have to wait or want to wait, i believe if you do wait you will be happy with the next update.

Why did the update help some and not others, i could speculate,  but the quick answer probably is because the latest update worked flawless on every tracker it was tested on.

They released this update to smaller groups of users over a longer period of time. This way they could monitor for anything that might pop up.

Before a 'fix' can be released, the cause of the problem has to be found and identafied. Now the fix can be worked on. It then has to be tested in both affected and unaffexted units, maybe more code writing and testing. 

At what point is Fitbit at? Who knows is not talking.

[aishia]

i just called fitbit about my blaze not calculating the right steps when walking or running. i informed them that i change my stride lengh and it still is not working properly. i was told that their system is the problem not the watch.  they are not sure when the problem will be fixed.  has anyone else received this same response.

[Rich_Laue]

No i havent herd of their system is the problem, I have seen several posts from moderators and some users saying that fitbit is aware of a step co7nt decrepancy

[SunsetRunner]

Has this been resolved?  I am having the same problem and was about to call them!  

[Corvettekid]

Steps and Distance count have been a problem for months......we keep hearing NOTHING DEFINITIVE from Customer Service, Mods here, etc.

Still waiting....... 

[Corvettekid]

For the umpteenth time:  the distance and steps are off on the Blaze by 20-30%.  This has been tested in numerous walks of known distance by me and others.....walks accompanied by GPS devices and/or checked by Google Maps by me and others.....and finally, by me around a 1/4 mile high school track.

The 1/4 high school track measured 0.18 miles -- twice.  That is 72% accuracy, or off by 28%.  The step count is accurate for the incorrect distance which means it is INNACCURATE for the correct distance. IOTW, it undercounts both distance and steps.

Some people seem to say that the late-March/early-April software update screwed things up.  I can't vouch for that, since I got mine in mid-April with the latest update.  But no way should a $200 device, your state-of-the-art piece, be off on basic step/distance counting by almost 30%, something your cheaper and earlier devices apparently got right within 2-5%. 

I understand that hand-off issues with other more advanced features may have glitches, especially when communicating with other smartphones.  But there is no excuse for not getting the Steps/Distance calculation within 90% accuracy, or if not, then at least admitting that FitBit is AWARE of the problem and that a software update is coming by such-and-such a date.

Or that some of us got bad chips or CPUs or whatever and that a recall is going to give us good Blaze's.

The lack of FORMAL RESPONSE from FitBit is more upsetting and frustrating than the Blaze being off by 30%.  I undrstand design mistakes and glitches.  I don't understand apathy and indifference toward your customers.

Moderator edit: Format.

[JimM1969]

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@Corvettekid wrote:

 .

Some people seem to say that the late-March/early-April software update screwed things up.  I can't vouch for that, since I got mine in mid-April with the latest update.  But no way should a $200 device, your state-of-the-art piece, be off on basic step/distance counting by almost 30%, something your cheaper and earlier devices apparently got right within 2-5%. 

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I was given the Blaze just after its release and it counted steps and distance fairly accuratly at that point. Then when the April software release came out, thats when everything went bad. Its insane that these issues have gone on this long without a fix. Especially if it worked previous to the last software update. I've stopped using mine, there's no point to continue. Friends, family and co-workers that had Blazes thought only I had problems because they thought theirs were performing accuratly. That was until thery tested theirs for accuracy as well and found the same issues. Very few of them still have their Blazes and those who do, don't use them. There are also stores in my area that sell FitBit products, but have stopped selling the Blaze. From what I gather from Best Buy employees at least, its not a company wide decision, but a decision by individual stores based on the number of returns for this specific reason. And from what I was told, FitBit reps have been out to some of these stores. So they are aware of these issues and that some retailers are hesitant about selling their product. So I guess thats a positive thing. Weather they choose to do anything about is anyones guess.

Its really sad thats its come to this. They should of at least give the option for affected users to be able to install the previous version of the working software. Especially since nothing important was gained by the update. Seems as if the opposite happened. Even if a software update comes out to fix these issues, its too late in my case. I've moved onto a different product that works. The only reason a come back to these forums from time to time is morbid curiousity to see if they've fixed these issues yet. And because my Son, Mother and Father have Charge HR's, so I go to that section whenever they have syncing issues. 

[jmattwood]

@Corvettekid Mine is spot on accurate - for every ten steps taken, ten are recorded.

I would still be happy to use if it undercounted as my aim is to increase my activity. Think of it like moving the goal posts.

Have you set your stride length to the correct value?

[Rich_Laue]

Please remember that this area is mostly about Fitbit users helping Fitbit users. If your looking for a response from Fitbit then it would be advised to pull a moderator into the conversatuon. This should work better than waiting for a moderator to stumble onto the conversation. 

My experiance is that the first steps after a rest period are counted wrong after them things are good.. Ie: 100 steps it's off about 20 steps, at a thousand steps it is off by the same 20.

The GPS during a 5K came out to 3

2 miles. 

[arkaycee]

It’s really the steps themselves that are the problem. If you have steps multiplied by stride length = distance, the multiplication is apparently quite accurate (it’s simple math), but if the steps are undercounted the multiplication to an accurate stride length will still result in an undercounted distance.

- Rick

[Bernieda]

I've been having similar issues.  My fitbit Blaze is losing 15 to 25 steps per 100.  Not just after rest.  So 500 steps is coming up as 325 or so.  I'm on my second Blaze.  I've been on with support.  They had me change hands (to my dominant hand), and it definitely seemed to help.  I can't wear a watch on this hand though. 

[Efxit]

I have been using a Charge HR and now a Blaze for a year, although I like the concept of the device my technical background is struggling with the inaccuracy of either device. Both divices only count about 65% of my steps while worn on my wrist, in my pocket I get 105%. Customer support has been very responsive, in fact I have five devices in their attempt to get me one that would work, however, they are all the same. I will probably be returning the Blaze, although it is a cool design it lacks the funtionality I need; mainly a more accurate step count and a silient alarm that will actually wake me up, the vibrate mode on the Blaze is very weak, even when worn upside down. This device was rolled out too soon, wait for the improved version!

[Kayelpee]

It's doesn't use gps to count steps. It uses an accelerometer.

[robersonj]

I figured I would add my experience in, too.

I'm quite convinced my Blaze is undercounting steps. My husband and I walk a lot together, and he has a longer stride than I do; therefore, he's taking about 1 step to my 1.5 step. We walked yesterday around our cul-de-sac right next to each other. My husband even missed a lap because he had to change part of his equipment for walking. Although we walked right next to each other the whole time, he somehow got 800+ steps than I did. In the hour, the Blaze said I walked 4,700 steps. I walked at nearly the same pace I always do, and I always get almost 7,000 steps in. I've noticed this a few times when my husband is walking with me, too—even though he takes less steps than I do, his is sometimes several hundred steps more than me, even though we are walking side-by-side.

Also, I did want to comment on the post in reference to those who are saying it won't count if you are pushing a stroller or cart. Ours seems to do just fine. My husband pushes the stroller a lot, and even if he has both hands on it, he'll still be fine for step count. 

I will say, this is very frustrating. I am pretty sure my walk undercounted by at least 1,500 steps last night. It seemed to stay at one number for a while a few times, too. It will do that when I'm walking through my house, too. 

Hopefully they will address it. 

[kathysjourney]

Good luck. My second blaze now and only 2 months old. Six mile walk..... 917 steps 😳

[kathysjourney]

Can we please quit beating around the bush about ways we can correct this issue.
If I walked 6 miles this morning and my fit bit says 917 steps and many many people are having the same issues, and this is my second blaze........ Truth is...... Devoted users of the fit bit should be offered a replacement other than the Blaze

[kathysjourney]

BTW, customer support is awesome. I have no complaints with them. But, they can't fix this device. They can only trouble shoot and confirm that there is definitely an issue.
I have lost 53 pounds with fit bit and loved my basic former device. I wish I had just kept that fit bit and not upgraded to the blaze.
Can fit bit ever make this right with their blaze customers?
Isn't it worth the replacement to a different device if mass consumers are having the same issues?

[kathysjourney]

How about a recall on the Blaze?